Job Title: Technology Service Analyst

Department: Service IT

Reports to: Team Lead

Location: Charlotte, NC

Date: 10/12/2026

BASIC FUNCTION

Primary Responsibility: The Technology Service Analyst (TSA) provides technical support to end users via phone, remote access, and on-site visits as needed, with a focus on resolving issues as quickly as possible, including during the initial call whenever feasible. The TSA is capable of handling advanced issues involving complex systems, equipment, and configurations. Key responsibilities include logging and updating tickets in the tracking system; prioritizing, evaluating, and resolving support requests; performing on-site installation, configuration, maintenance, and repair of customer IT network and telephony systems; escalating issues in accordance with established procedures; and following up to ensure resolution and customer satisfaction. Issues that cannot be resolved or that require additional authority are escalated to the Manager.

WORK PERFORMED

• Achieves expected productivity levels associated with assigned workload and level of experience.
• Monitor customer environments with provided remote management tools.
• Answer incoming phone calls and escalated phone calls to determine if remote support is an option.
• Assist customers remotely with software issues.
• Assist customers remotely with desktop issues.
• Repair equipment without recalls or delay.
• Maintain schedule and stay on task.
• Avoid unnecessary calls or recurring work.
• Encourage purchase of maintenance contracts and accessories, assist in pursuing all opportunities.
• Provide assistance to other TSAs with troubleshooting and preventative maintenance procedures.
• Complete equipment installations remotely or onsite according to need and train customers in all operations of assigned equipment.

Ability to use experience and independent judgment to handle unique and sometimes complex situations.

Ensures high-level customer satisfaction by providing end-user training on implemented solutions and advising customers on preventative maintenance procedures and configurations that may impact product and network performance.

Depending on technical expertise and certifications, TSAs may be required to assist with projects outside of their immediate areas of responsibility.

Participate in training and self-study programs to gain and maintain appropriate product knowledge.

Complete required paperwork and ticket updates in an accurate and timely manner on every call.

Write knowledge base articles of resolution to assist in future troubleshooting.

EDUCATION REQUIREMENTS

4-year college degree in a technical (MIS, IT) program or equivalent education from other sources (Military or Tech School).

Technical hardware knowledge.

Current Microsoft or equivalent networking/system certifications (Microsoft role base certifications, CompTIA Network+/Security+, Cisco CCNA, or equivalent).

EXPERIENCE REQUIREMENTS

Experience required in the following areas:

• Windows OS and common business applications (e.g., Microsoft 365).
• Server operating systems.
• Apple operating systems.
• Advanced network training and hands-on experience.
• Experience installing network systems in the field.

Additional skills required:

• High level of network systems and troubleshooting.
• Excellent verbal and written communication skills.
• Excellent customer service skills.
• Ability to diagnose and troubleshoot methodically and efficiently.
• Ability to manage multiple tasks with frequent interruptions, occasionally in urgent situations.
• Ability to communicate, interact and work effectively and cooperatively with people from diverse ethnic and educational backgrounds.

WORK ENVIRONMENT

Work in areas which require attention to detail in a varied environment. General office environment. May spend long hours sitting or standing. Some physical effort is required which may involve bending, reaching, stretching, or similar activities as well as lifting or moving items weighing up to 60 pounds. Requires a valid state driver's license and minimum level of auto insurance coverage per company policy for position entails extensive use of personal car while on company business.

SPECIAL REQUIREMENTS

Employee must complete required courses as described by Human Resources for all employees. This description presents the major responsibilities required for this job title. Individual positions may require the performance of additional duties as assigned.

BUDGET RESPONSIBILITY

Secure and maintain work environment, PC, Phone, and other assigned equipment.